Many IT projects measured against the above often end in failure. This can often be because insufficient emphasis has been placed on quality whether that be components, services, support or management. In delivering services to our clients Meritec’s’ key criteria for deliverables are:-
- Deliver what the client requires – we take a lot of trouble making sure that what you want is what you get. We will always provide a specification with any proposal/quotation and in the case of managed ongoing services a draft Service Level Agreement (SLA).
- Quality/Performance – Support is delivered against a comprehensive SLA which is agreed with the client at the outset of a contract and modified during it for any agreed material changes to service requirements or infrastructure supported.
- Flexibility – our two preferred methods of delivery (and those most suiting our clients) are through a) a fixed price Managed Support contract with delivery monitored through an SLA and b) a Merits framework contract (called “Merits”) which allows call- off of an agreed block of days in ½ hour units. However there are occasions where a fixed price quotation is required for an assignment (e.g. a major implementation or upgrade) and we are equally happy to provide any of our services in this manner.
- Adoption of recognised industry qualifications and best practice. Our staff are trained and qualified according to their chosen discipline and the company adheres to such as ITIL, PRINCEII, ISO and other appropriate standards.
All services are supported by call logging and tracking through our Service Desk, supported by an ITIL compliant support application. This ensures effective response to all calls and excellent communication between Meritec and the client. On-line entry and review of calls through a web interface is available.